Partner Care Representative

About UsSophos is a global leader and innovator of advanced security solutions for defeating cyberattacks. The company acquired Secureworks in February 2025, bringing together two pioneers that have redefined the cybersecurity industry with their innovative, native AI-optimized services, technologies and products. Sophos is now the largest pure-play Managed Detection and Response (MDR) provider, supporting more than 28,000 organizations. In addition to MDR and other services, Sophos’ complete portfolio includes industry-leading endpoint, network, email, and cloud security that interoperate and adapt to defend through the Sophos Central platform. Secureworks provides the innovative, market-leading Taegis XDR/MDR, identity threat detection and response (ITDR), next-gen SIEM capabilities, managed risk, and a comprehensive set of advisory services. Sophos sells all these solutions through reseller partners, Managed Service Providers (MSPs) and Managed Security Service Providers (MSSPs) worldwide, defending more than 600,000 organizations worldwide from phishing, ransomware, data theft, other every day and state-sponsored cybercrimes. The solutions are powered by historical and real-time threat intelligence from Sophos X-Ops and the newly added Counter Threat Unit (CTU). Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com.Role SummaryThe primary responsibility of the Partner Care Representative is to deliver accurate and valuable information to Sophos partners and engineers regarding Sophos products and services. As a Partner Care Representative, your role guarantees a positive experience that fosters trust and satisfaction, ultimately leading to our product and service recommendations. What You Will Do:Offer support to Sophos partners through telephone and email correspondence, adhering to department standards such as average call duration and wait times. Emphasise the delivery of high-quality, precise information, and prioritise partner satisfaction.Respond to inquiries from partners regarding Sophos products and services promptly and professionally.Provide accurate and detailed information about product features, specifications, and other post-sales information.Collaborate with cross-functional teams, including Customer Care, Sales, Licensing, SalesOps and Technical Support, to ensure seamless partner experiences.To effectively address partner inquiries and comprehensively understand Sophos products and services.Actively listen to partner feedback and concerns, escalating issues as necessary to appropriate internal teams for resolution.Identify opportunities to upsell or cross-sell products and services to partners.Develop and maintain strong relationships with key partners by providing ongoing support and guidance.Meet or exceed performance targets.Maintain accurate documentation and record all interactions and communications with partners via telephone and email, ensuring compliance with department quality standards.Utilise Salesforce to diligently record all activities, ensuring daily updates are made to track the progress of each partner’s case.Handling partner complaints and escalations professionally and proactively.Approach assignments with an open, cooperative, positive, and team-oriented attitude.Play an active role in developing new or revised processes and procedures.Collaborate closely with peers, fostering cooperation and coordination among teams and functions to maintain a partner-focused approach.Adhere to the best practices of Sophos Support Services to ensure efficient and effective partner support.Actively participate in team and departmental meetings by offering feedback on daily activities and suggesting recommendations for improvement.Collaborates closely with Customer Care, Sales, Technical Support Engineers, Sales Ops, Licensing Team, and regional counterparts.Assists Team Leaders/Managers throughout the department.Reports directly to the Partner Care Manager.What You Will Bring: Proven experience in a customer service or support role, preferably in the cybersecurity industry.Strong communication skills, both written and verbal, with the ability to convey technical information to non-technical individuals.Excellent problem-solving and troubleshooting abilities.Ability to work effectively in a fast-paced, team-oriented environment.Strong organisational and time management skills.Demonstrated ability to build and maintain relationships with partners.Excellent listening, verbal and written communication skills, inspiring confidence while leading partners through the steps to resolve issues via phone, chat, and email.Handle escalated calls while using good judgment to make sound recommendations.Collaborative team player who helps build team morale.Positive and friendly demeanour.Working within a matrix structure, working with peers and senior Partner Care Team members alongside other Sophos departments.#AB1#B1Ready to Join Us?At Sophos, we believe in the